Service Desk Analyst L2 - ITIL at Unisys: Mandaluyong City

Role Overview

The Service Desk Analyst L2 - ITIL role at Unisys in Mandaluyong City is a critical position responsible for providing Tier 2 support to end-users, troubleshooting complex technical issues, and ensuring the smooth operation of IT services. This role requires a strong understanding of IT service management principles, excellent problem-solving skills, and the ability to communicate effectively with both technical and non-technical users. The ideal candidate will have a minimum of 2 years of experience in a similar role, an ITIL foundation certification, and a customer-focused attitude.

Day in the Life

As a Service Desk Analyst L2, your day will be dynamic and challenging, involving a variety of tasks aimed at resolving IT issues and supporting end-users. Here's a glimpse into what a typical day might look like: * **Incident Resolution:** You'll spend a significant portion of your day troubleshooting and resolving complex hardware and software issues reported by end-users. This may involve diagnosing problems with desktops, laptops, printers, network connectivity, and various applications. * **Escalation Management:** When faced with issues that require specialized expertise or are beyond your scope of knowledge, you'll escalate them to higher-level support teams, ensuring that they are addressed promptly and efficiently. * **Communication:** You'll communicate with end-users to gather information about their issues, provide updates on the progress of their resolution, and explain the solutions in a clear and concise manner. You'll also communicate with other IT teams to collaborate on resolving complex problems. * **Documentation:** You'll document all incidents, resolutions, and root causes in the ticketing system, contributing to the knowledge base and helping to prevent future recurrence of similar issues. * **Support:** You'll provide support to L1 and L2 support agents, answering their questions and providing guidance on resolving client incidents, requests, and queries. * **Continuous Improvement:** You'll actively participate in identifying areas for improvement in service desk processes and procedures, contributing to the overall efficiency and effectiveness of the IT support organization.

Why Mandaluyong City?

Mandaluyong City is a vibrant and dynamic urban center in Metro Manila, Philippines. It offers a unique blend of career opportunities, cultural experiences, and a high quality of life. Here are a few reasons why Mandaluyong City is a great place to work and live: * **Career Opportunities:** Mandaluyong City is a major commercial and financial hub, attracting numerous multinational corporations and local businesses. This provides a wide range of career opportunities in various industries, including IT, finance, and customer service. * **Accessibility:** Mandaluyong City is strategically located in the heart of Metro Manila, with easy access to other major cities and business districts. It is well-connected by public transportation, including buses, trains, and jeepneys, making it easy to commute to work. * **Lifestyle:** Mandaluyong City offers a diverse and vibrant lifestyle, with numerous shopping malls, restaurants, entertainment venues, and cultural attractions. Whether you enjoy shopping, dining, or exploring historical sites, you'll find something to suit your interests in Mandaluyong City. * **Cost of Living:** The cost of living in Mandaluyong City is relatively affordable compared to other major cities in the world. This allows you to enjoy a comfortable lifestyle without breaking the bank.

Career Path

The Service Desk Analyst L2 - ITIL role can serve as a stepping stone to various career paths within Unisys and the broader IT industry. Here are a few potential career paths you can pursue: * **Service Desk Analyst L3:** With experience and expertise, you can advance to a Service Desk Analyst L3 role, taking on more complex and challenging issues and providing mentorship to junior analysts. * **Team Lead:** You can become a Team Lead, responsible for managing a team of service desk analysts and ensuring that they meet their performance goals. * **IT Support Specialist:** You can specialize in a particular area of IT support, such as network support, server support, or application support. * **System Administrator:** You can transition into a system administrator role, responsible for managing and maintaining the organization's IT infrastructure. * **IT Service Manager:** You can pursue a career in IT service management, responsible for planning, designing, and delivering IT services to meet the needs of the business.

Salary and Benefits

The salary for a Service Desk Analyst L2 - ITIL in Mandaluyong City typically ranges from $25,000 to $45,000 USD per year, depending on experience, skills, and qualifications. In addition to a competitive salary, Unisys offers a comprehensive benefits package, including health insurance, paid time off, retirement savings plan, and professional development opportunities.

Unisys Culture

Unisys is a global technology company that is committed to innovation, collaboration, and customer success. The company fosters a culture of diversity and inclusion, where employees are encouraged to bring their unique perspectives and experiences to the table. Unisys values teamwork, respect, and integrity, and provides its employees with opportunities to grow and develop their careers.

How to Apply

If you are interested in applying for the Service Desk Analyst L2 - ITIL role at Unisys in Mandaluyong City, please visit the Unisys careers website and submit your application online. Be sure to include your resume and cover letter, highlighting your relevant experience, skills, and qualifications.

FAQ

Here are some frequently asked questions about the Service Desk Analyst L2 - ITIL role at Unisys: 1. **What are the key responsibilities of a Service Desk Analyst L2?** The key responsibilities include providing Tier 2 support, troubleshooting complex issues, identifying root causes of problems, and communicating solutions to end-users. 2. **What qualifications are required for this role?** A Bachelor's Degree or High School Diploma, a minimum of 2 years’ experience in a related area, and an ITIL foundation certification are required. Retail experience is a plus. 3. **What skills are important for success in this role?** Strong problem-solving, analytical, communication, and customer service skills are essential. 4. **What is the typical career path for a Service Desk Analyst L2?** The role can lead to positions such as Service Desk Analyst L3, Team Lead, IT Support Specialist, or System Administrator. 5. **What benefits does Unisys offer?** Unisys offers a competitive salary and benefits package, including health insurance, paid time off, and retirement savings plan. 6. **What is the work environment like at Unisys?** Unisys fosters a culture of diversity, inclusion, and collaboration. 7. **How does Unisys support employee development?** Unisys provides opportunities for training, certification, and career advancement. 8. **What is the dress code at Unisys?** The dress code is typically business casual. 9. **What are the working hours for this role?** The working hours are typically standard business hours, but may vary depending on the needs of the business. 10. **Is there opportunity for remote work?** This position is onsite.